Client Services Representative

SEPA Labs; Brunswick (GA); Hybrid; USD 32,000 - 42,000; Full time

Job summary

SEPA Labs is seeking a Client Services Representative to anticipate, recognise, and meet the needs of both internal and external clients. You will provide prompt, cooperative assistance and pursue ways to increase client satisfaction and loyalty.

Major responsibilities include answering calls professionally, ensuring HIPAA compliance, verifying client details, maintaining confidentiality, documenting calls, navigating LIS, and escalating complex questions to specialists or supervisors.

Qualifications

• High school diploma or GED required.
• Medical background preferred.
• Knowledge of laboratory operations and terminology a plus.
• Strong computer skills, especially Microsoft Office.
• Excellent multitasking and organizational abilities.
• Ability to work independently with minimal supervision.

Responsibilities

• Answer calls professionally and clearly.
• Respond to inquiries with HIPAA-compliant handling.
• Verify client authenticity using practice and physician details.
• Maintain patient and laboratory confidentiality and data security.
• Document calls on service forms with required details.
• Complete documentation per lab procedures.
• Navigate LIS to access and release test reports.
• Refer complex questions to specialists or supervisors.
• Know test turnaround times, collection requirements, and specimen transport.
• Provide weekly activity reports to supervisor.
• Suggest improvements to boost productivity.
• Adhere to policies and safety regulations.
• Assist other departments with scanning and filing.
• Perform other duties as assigned.

Skills

Computer skills

Microsoft Office

Multitasking

Attention to detail

Organizational skills

Independent work

Education

High school diploma or GED

Tools

LIS

Job description

The Client Services Representative anticipates, recognizes, and meets the need of internal and external clients. The Client Services Representative provides prompt, cooperative assistance and seeks ways to increase client satisfaction and loyalty.

Major Responsibilities

• Answer calls in a timely, professional and courteous manner using clear, concise language and correct grammar
• Respond to clients’ inquiries, assuring HIPAA compliance with each call
• Verify authenticity of client by obtaining practice name, physician name, caller’s name and phone number
• Maintain patient and laboratory confidentiality and data security
• Document all calls on customer service information forms, noting the name, phone number, time of call, nature of request, and resolution of the problem and date/time of resolution
• Complete all documentation according to established laboratory procedures
• Navigate LIS, provides verified, released test reports available in the computer as requested by clients
• Recognize and refers questions needing more expertise to appropriate technical specialist, pathologist, or supervisor
• Understand and knows how to find details for test turnaround times, collection requirements, specimen transport, and laboratory supplies
• Provide weekly activity report to supervisor
• Suggest improvements and additions to enhance departmental and overall laboratory productivity
• Adhere to all policies, procedures, and safety regulations
• Assist other departments with scanning and filing of documents
• Other duties as assigned

Requirements

• High school diploma or GED
• Medical background preferred
• Knowledge of laboratory operations and terminology a plus
• Strong computer skills with a high proficiency in Microsoft Office
• Strong multitasking and organizational skills with attention to detail and the ability to prioritize a wide range of requests
• Ability to work independently with minimal supervision